November 11, 2025
Everest Group’s Peak Matrix Assessment Highlights Global CXM Trends
For CXM buyers looking to adopt a new CX solution there is endless advice out there, with Everest providing a broader perspective.
Gartner has its largely US-centric Magic Quadrants, Forrester at least takes an interest in global differences, but it is left to Everest to divide the CXM world up into regions for a look at the variations across corporate cultures.
Whatever the region, AI is highlighted as the driving force, but are there any major differences with this global perspective?
Who Sits Atop Everest’s CXM Peaks?
The company’s Customer Experience Management (CXM) Services Peak Matrix Assessment shows the likes of local players like Altius Link performing strongly in Asia/Pacific.
TransCom is rated as a star performer in Europe, and Concentrix and TP getting a similar rating in the Americas. Globally, that pair is joined by Foundever as global leaders.
The Matrix Assessment applies a rigorous methodology to measure both current market impact and future readiness, highlighting organizations that combine strong delivery performance with innovation, adaptability, and long-term strategic vision.
Vendors Focus on CXM and AI
SourceCX is noted for investming in flexible and alternative delivery models. It features in the US and APAC charts, with President Andy Schachtel responding. “As AI continues to redefine what’s possible in customer experience, we’re proud to be seen as a trusted partner that combines great human talent with technology, innovation, and operational excellence to deliver measurable impact for our clients.”
And from Europe, Corinne Ripoche, CEO of Capita Experience, noted for strong expertise in regulated sectors such as government, BFSI, telecom, and energy and utilities, said. “We’re proud to be recognised by Everest Group. It’s a brilliant reflection of the energy, creativity and commitment our teams bring every day.
On top of the global chart, Concentrix is lauded for an extensive global workforce, multiple acquisitions, and advanced AI platforms like the new iX Hero. They contribute to its operational excellence and proactive client engagement.
Chris Caldwell, Concentrix’s President and CEO, emphasized the company’s role in transforming client operations amid rising expectations and technological advancements, further validating their commitment to delivering value and innovative outcomes.
What Will You Need From The Next CXM?
Providing a deep view beyond the usual CXM candidates of 61 vendors and solutions, the report explores how “CXM service providers are evolving into sophisticated orchestrators, blending advanced AI technologies with deep process expertise, industry domain knowledge, and consulting capabilities.”
“This evolution is reinforced by strategic ecosystem partnerships with leading technology providers that enhance differentiation and deliver measurable business impact.” The deeper insights might help regional or global firms better equip their teams with CXM platforms for the long AI road ahead.
